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Auto reply - sending to first email in body rather than sender

FogBugz Version 7.0.25 (DB 711, Build 848)

We have recently enabled Reply Automatically on the mailbox used by our support team to submit cases to our development group.

This appeared to be working as intended until last week when we began to hear from our customers that they were receiving the reponse emails.

Scenario:

Customer emails support technician with an issue.
Support technician adds comments and forwards the email to FogBugz.
Cusomer receives response email.

From our testing it appear that FB is picking up the first email address from the body of the email rather than responding to the email address that actually sent the email.

Is this a setting I am missing or expected behaviour?
James Justice Send private email
Thursday, September 17, 2009
 
 
Sounds like expected behavior.  If you FORWARD an email into a FogBugz mailbox, it will treat it as if it came from the original sender.
Michael H. Pryor Send private email
Thursday, September 17, 2009
 
 
Thanks for the response Michael.

Is there a way to change this behaviour as it really does not work well with our current workflow. For the time being I have the support team deleting the customers email address prior to forwarding but mistakes will happen and we will really do not want the emails going out to the client.
 
I am not 100% happy with the current process but it is not something that will change any time soon.
James Justice Send private email
Thursday, September 17, 2009
 
 
Why not make a new email address that does *not* have the autoreply on and have your support people forward to that address...
Michael H. Pryor Send private email
Thursday, September 17, 2009
 
 
We enabled the auto reply in order to ensure the support group received confirmation that the case was in FB.

Given that FB will send confirmation to the original sender when an email is forwarded into the system we will have to work around it.

Thanks for your help!
James Justice Send private email
Friday, September 18, 2009
 
 
If you want the support team to be notified of the case, you should make a virtual user named Support Team whose email address is support-team@yoursite.com (or whatever the group email alias is).  Then, send the customer emails directly into FogBugz.  They will get an auto-response, and the support team will get a notification.  They can then add their comments within FogBugz.
Rich Armstrong Send private email
Friday, September 18, 2009
 
 

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